Grievance Officer
Sharkify Technology Pvt Ltd, operating the Vaksy platform, has appointed a dedicated Grievance Officer to receive and address complaints from users in respect of personal data, content, payments, advocate conduct and platform conduct.
[Registered office address to be filled]
Hyderabad, Telangana, India
What grievances we handle
Examples include: access, correction or erasure requests under the DPDP Act; requests to take down content under Rule 3(1)(b) of the IT Rules, 2021; refund or invoice disputes; complaints about the professional conduct of an empanelled advocate; reports of harassment, impersonation or fraud on the Platform.
Service level for response
Acknowledgement within 48 hours of receipt. Resolution within 15 calendar days, in line with §13 of the DPDP Act, 2023 and Rule 3(2)(a) of the IT Rules, 2021. Where a matter requires longer investigation, we will tell you why and give a target date.
How to file a grievance
- Email is fastest. Write to grievance@vaksy.in from the email associated with your account. Include your registered mobile number, a brief description, and any reference IDs or screenshots.
- Web form (coming soon). A self-service grievance form is being added to vaksy.in/grievance for tracked ticket-based filing.
- Post. Send a signed letter to the postal address above, marked "Attention: Grievance Officer".
What happens next
- You receive an acknowledgement with a unique ticket reference within 48 hours.
- The Grievance Officer reviews your complaint, may contact you for clarifications, and coordinates with the relevant internal team.
- You receive a written outcome within 15 calendar days, with the reason for the decision and any next steps.
Escalation
If you are not satisfied with the outcome, you may escalate to the Data Protection Board of India, constituted under Chapter V of the DPDP Act, 2023. For grievances relating to content moderation, you may also approach the Grievance Appellate Committee notified under Rule 3A of the IT Rules, 2021. Nothing here limits your statutory remedies under the Consumer Protection Act, 2019 or other applicable law.